Dr D Trivedi & Dr (Mrs.) A Trivedi,

The SurgeryWest Leigh Medical Centre

429 Warrington Road West Leigh Lane

Abram WiganLeigh

WN2 5XB WN7 5JE

Tel: 01942 866277 Tel: 01942 607627

Findings/Action Plan Following patient Survey 2013/14 Dr Trivedi & Partners

With the help and assistance of the Practice Participation Group a questionnaire was drawn up and distributed to patients. We hope to get a minimum of 50 completed questionnaires – we received 38.

Patient Demographics

Of those returned 63% have been with the surgery for 10 years or more, 71% were female, 28% were male and 1% didn’t answer the question. 52% were aged between 50-70 years the remaining were 18-50 years.

Examples of positive responses were

  • 73% of the responses were either excellent or very good on the speed of which the telephone was answered.
  • 58% of the responses were either excellent or very good on the length of wait for an appointment.
  • 67% of the responses were either excellent or very good and the convenience of the time and date of appointment offered.
  • 66% of the respondents saw the GP of their choice.
  • 87% of the responses had repeat prescriptions ready on time and correct
  • 74% of the responses were either excellent or very good for the helpfulness of the reception staff.
  • 82% of the responses were happy with the practice overall.

Examples of negative results were

  • 6% of the responses were poor when asked about convenience of appointment date and time.
  • 13% of the respondents did not see their GP of choice.
  • 3% of the respondents did not find the reception staff helpful in giving information.

The questionnaire then went on to ask for any changes or improvements to the surgery with the following responses appearing once or more

A text message reminder service for appointments

More flexible appointments for working people

Better information in surgery

Improve waiting area, make more welcoming

Improvements to waiting times

Booking appointments on line

Self help information

Community information

Display surgery times and GP on duty

Doctor / Patient eye contact

Don’t always understand what is said

Advertise the practice website

After discussion the following action plan was agreed.

Patients offered forms to sign for consent to text messaging. I-plato to be utilised more via clinical system/NHS mail.

The late evening surgeries run at both Abram and Westleigh to be promoted more showing surgeries starting at 6.30pm.

New notice boards put up for surgery information, carers information.

Waiting rooms at both sites to be painting and flooring replaced as part of planned improvements.

Appointments monitored and checked regularly to see if any changes needed. Staff to make sure if surgeries are running late that patients waiting are kept informed.

Online appointments and prescription ordering set up through clinical system, posters up in reception and information on website. Forms available in reception for patients to register. This will also provide patient access to clinical records by March 2015.

New notice board set up in reception with self help information and health advice.

Patient information board put up in reception area as well as leaflet racks with local, region and national information on.

White board purchased and used to show GP on duty, poster on entrance door showing times of clinics.

It was fed back to all clinicians that some patients felt that eye contact was not always made and also that patients don’t always understand what was being said to them.

Website on NHS choices and all search engines, also on practice leaflet.

Friends & Family test to run from December 2014.